Team Lead - Japanese (Call Center)

ROLE: Team Lead - Japanese (Call Center)

📌 Location: Kuala Lumpur Sentral, Malaysia.

✅ Salary: RM 13,000 - RM 15,000
✅Joining date: 9th February, 2026.
✅Work hour: 9AM - 6PM ( Monday - Friday)
✅ Languag: Japanese + English
✅ Headcounts: 2
✅ Experience: Minimum 1+ years in Technical support; or a Bachelor’s degree in CS/IT plus 3+ years of relevant experience in Windows system administration.

✅*Role Overview:*
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. A strong technical background in Windows system administration and related areas is preferred to effectively manage technical support operations.

✅*Key Responsibilities:*
* Supervise a group of call center associates, monitoring work and attendance according to organizational policy and legal requirements.
* Effectively coach direct reports on performance regularly to ensure performance metrics are met at a minimum weekly.
* Identify performance issues, develop improvement plans, and implement corrective actions up to termination if necessary.
* Ensure service delivery meets contractual KPIs and financial expectations.
* Communicate expectations to employees and provide timely updates.
* Provide subject matter expertise in handling escalated customer calls when necessary.
* Conduct team meetings for relevant information dissemination and open forums for input; schedule and organize team activities.
* Stay current on internal work processes, policies, and procedures; attend required manager development training.
* Promote the company values through behavior and attitude, being an advocate for team members.
*
✅*Technical Proficiency Preferred:*
* Experience with Windows Registry, File Systems, User Account & ACLs.
* Knowledge of Event Logs, Auditing, and Performance Monitoring (PerfMon/Resource Monitor).
* Networking skills including TCP/IP, DNS, SMB, Kerberos, PKI.
* Virtualization and server management experience: Hyper-V, SDN, clustering, resilient storage.
* Proficient in administration tools: PowerShell, Group Policy, BitLocker, Windows Update & Shell config.
✅*Qualifications:*
* Minimum 1+ years in technical support; or a bachelor’s degree in CS/IT plus 3+ years of relevant experience in Windows system administration.
* Associate's degree in related field with two to four years of relevant experience preferred.
* Highly motivated with skills to develop and coach team members to achieve performance expectations.
* Strong communication skills, both written and verbal.
* Ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
* Willingness to work a flexible schedule.
*NOTE: The paperwork and relocation expenses will be handled by the company*